Keranique

Good Afternoon,
Please see attached response to the complaint of *** *** If you need anything further, please feel free to contact us
Thank you,
Jim

Good Afternoon, Please see attached response to *** *** complaint If you need anything further, please feel free to contact me. Thank you and Happy New Year,

Good Afternoon,
Please see attached response to the complaint of *** *** If you need anything further, please feel free to contact us
Thank you,
Jim

We are in receipt of your letter dated concerning customer, Ms. *** ***. Upon receipt of your letter, we investigated her claim and below are the facts as wells as our resolution of the matter based on the notes in Ms***’ account. Please note, as a measure
of good faith, we issued a refund to Ms***’ credit card in the amount of $79.95, on May 18, 2015, which constitutes all the charges incurred by Ms*** for products purchased from our company. Ms***’ account with us has been canceled.Our records indicate that, Ms*** placed her order through our website, www.getkeranique.com, on March 31, 2015, for the Keranique Hair Rejuvenation System (the “System”). At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for the System. Ms*** paid $for shipping andprocessing of the shipment In order for the online transaction to have been processed by our company, Ms. *** was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial These terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this box The benefit of Risk-Free Trial is to allow the customer to try full size products for thirty (30) days so, they can feel and see the results before making the decision to buy themThese products are not samples Customers are informed they are responsible for the cost of the merchandise unless they return them as instructed.Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandiseAdditionally, we request that the customer contact our customer service department in the event they wish to obtain return instructions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen acustomer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department.Upon review of Ms***’s account, we see that she contacted our customer service department on April 8, 2015, and spoke with one of our customer service representatives in regard to her account The representative provided Ms*** with the return instructions, including Return Number ***, and advised Ms.*** that we must receive her return no later than April 22, 2015, to avoid future chargesAs we did not receive Ms***’ return we charged Ms***, in accordance with the terms and conditions of the Risk-Free Trial, for her first monthly payment, in the amount of $ On May 8, 2015, Ms*** contacted us, in regard to her return The representative informed Ms***, we had no record of receiving her returned shipment and reviewed the terms and conditions to which Ms*** initially agreed Upon receiving your notice of the claim, we have refunded Ms***’ credit card in the amount of $79.95, which constitutes all charges that Ms*** incurred from our company for product. Ms***’ account with us is closedMs. *** stated in her complaint that she was dissatisfied with the customer service she received from the representative with to whom she spoke. Please note that customer service is a top priority of our company; our representatives are trained to speak with customers in a respectful and courteous mannerWe would like to assure Ms. *** our Quality Assurance department is trained to take the appropriate corrective action necessary when a representative has failed to follow companypolicies or protocol.Thank you for bringing this matter to our attentionWe apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’s and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated July 7th, concerning customer, your client, Ms*** *** Upon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in Ms***’s account
As an initial matter, please note that we have voided the balance due on Ms***’s account and refunded her credit card in the amount of $which constitutes all of the charges that Ms*** incurred from our company
Our records indicate that, Ms*** placed her order through our website www.GetKeranique.com, on May 12, for the Keranique piece kitAt the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for Keranique and paid $for shipping and processing of the shipment. In order for the online transaction to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page(s) where the customer enters their credit card informationThe system is set up to reject any orders in the event the customer does not click this box
As per the terms and conditions of the Risk-Free Trial on the website and on the invoice, Ms*** was informed that she would receive a piece kit of our Keranique product to try as a risk-free day trial In exchange, Ms*** agreed that the credit card she provided would automatically be charged monthly payments of $79.95, the cost of our Keranique Kit, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the Kit as instructed
Please note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try our products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed when they call us for return instructions within the day trial
Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise that was shipped out to them past the days Additionally, we request that the customer contact our customer service department in the event that they wish to obtain return instructions or have any questions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department
Upon review of Ms***’s account, we see that she first contacted our customer service department on July 7, to ask why she was charged her first payment of $79.95. The customer service representative explained to Ms*** that she was billed in accordance with the offer terms after the expiration of her day risk free trial. The representative also explained that there would be one last payment of $on July 19th, as per her invoice. This last payment would complete the total amount to be paid for the kit. Ms*** stated that she had returned the productUnfortunately the company has no record of Ms***’s return shipment and never received a call from Ms*** within her days to cancel future shipments or ask for a return number in accordance with the terms and conditions agreed to on the website and on the invoice she received with her package.
Please note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors through the post office, customer actions or a multitude of other reasonsTherefore, our company policy dictates that we immediately cancel any future shipments of a customer who calls our customer service department and claims that they have returned the products to our company as instructed within the days. Furthermore, we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment; this policy applies regardless of whether or not the customer is able to provide us with a delivery confirmation number. Moreover, our Quality Assurance department ensures that our return policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy
Thank you for bringing this matter to our attention We do apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matter. Ms*** has been refunded all charges disputed to your company in her original complaint. We also included a refund of her shipping and processing which constitutes all of the charges incurred by our company. Ms*** will no longer receive any charges or shipments from our company and her account with us is closed We hope that we have resolved this complaint to Ms***’s satisfaction as well as yours and kindly apologize for any delays due to the investigation of this case Please feel free to contact our office if you should have any further questions regarding this account

International Hair Institute, LLC 12/30/2014 Ms*** ***Revdex.com of New Jersey
Whitehorse - Hamilton SqRdSte D5Trenton, NJ 08690 RE: CASE # *** Dear *** ***
We are in receipt of a complaint dated December 22, filed by *** *** ***Upon receipt o* *** *** complaint, we investigated her claim and below are the facts as well as our resolution of the matter, based on the notes in *** *** accountAs an initial matter, please note that we refunded *** *** in the amount of $89.77. Her account with us is now closed with a zero balance Our records indicate that *** *** placed an order for our Keranique Hair Rejuvenating System through our website, www.GetKeranique.com, on November 10, 2014. At the time *** *** placed her order, she enrolled in our day risk-free trial program for Keranique and paid $for shipping and processing of the shipment In order for the online transaction to have been processed by our company, *** *** was required to check off a box which confirmed her acceptance to the terms and conditions of the risk-free trialThese terms and conditions are displayed on the order page where the customer enters their credit/debit card informationThe system is set up to reject the order in the event the customer does not click this box As per the terms and conditions of the risk-free trial, *** *** was informed that she would receive a month supply of Keranique to try risk-free for daysIn exchange, *** *** agreed that the card she provided would automatically be charged for the product unless she contacted customer service for return instructions before the expiration of her day risk-free trial period and returned the Keranique as instructed Please note that we offer our customers “risk-free trials” of our productsThe point of the risk-free trial is to allow the customer to try full size products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed. According to our records, we had not heard from *** *** at any point during her day risk-free trial periodTherefore, the card she provided was charged for her first monthly payment of KeraniqueShortly thereafter, *** *** contacted our customer service department on December 18, to inquire as to where her package wasThe customer service representative provided *** *** with a tracking number, which stated that her package was delivered on November 12, at 11:A.M. Although the tracking information indicated that the package was delivered, as a measure of good faith, we refunded *** *** for her total charges of $89.77, which convers her first monthly payment along with her shipping and processing for the shipment of Keranique Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused *** *** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to *** *** satisfaction as well as yours. Please feel free to contact our office if you should have any further questions regarding this account. Sincerely, John P***Customer Service Compliance AssociatePhone *** *** *** *** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish,
you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

We are in receipt of your electronic correspondence dated March 16, concerning customer, Ms*** *** Upon receipt of your correspondence, we **ve investigated Ms*** claim; below are the findings as wells as our resolution of matter based on the notes
in Ms**’s account. Please note, as a measure ofgood faith, we **ve refunded Ms** credit card in the amount of $159.90, Ms. ** may keep the merc**ndise in her possession without further obligation tomake a paymentMs** will no longer receive any products from our company and her account with us is closed.Our records indicate t**t, Ms** placed her order through our website, www.getkeranique.com, on September 21, 2014, for the piece Keranique Kit (“the Kit”)At thetime Ms** placed her order, she enrolled in our day Risk-Free Trial offer program and paid $for shipping and processing of the shipment In order for the online transaction to **ve been processed by our company, Ms** was required to check off a box which confirmed her acceptanceto the terms and conditions of the Risk-Free TrialThese terms and conditions are displayed on the order page where the customer enters their credit cardinformationThe system is set up to reject the order in the event the customer does not click this box Per the terms and conditions of the Risk-Free Trial, Ms** was informed t**t she would receive a five piece kit of our Keranique product to try as a try risk-free for daysIn exc**nge, Ms** agreed t**t the credit card she provided would automatically be c**rged monthly payments of $79.95, the cost of the Kit,unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the Kit as instructed.Please note t**t we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try full size products for a full days so t**t they can feel and see the results before they **ve to make the decision to buy themThese products are not samples and therefore we inform our customers t**t they will be responsible for the cost of the merc**ndise unless they return them as instructed.Our records indicate t**t Ms** did not contact customer service at any point during her day Risk-Free Trial period, nor did we receive a return of theshipment in our returns departmentTherefore, on October 29, 2014, Ms** was c**rged $for her first payment in accordance with the terms and conditionsof the Risk-Free Trial. In the meantime, because Ms**s’ account **d been set up for the Beauty Auto-Shipment ProgramCustomers may cancel the Beauty Auto-Shipment Program by contacting our customer service department to remove their account from the Beauty Auto-Shipment ProgramA customer is also removed from the Beauty Auto-Shipment Program if they return the Risk-Free Trial merc**ndise or any subsequent auto-shipments to our warehouseMs** did not call to cancel her account from the Beauty Auto-Shipment Program nor returned any of the merc**ndise to our warehouse, and accordingly a second shipment of the Kit was sent to Ms** on November 21, 2014.Upon review of Ms**s’ account, we see t**t she contacted our customer service department on November 25, 2014, and spoke with one of our customer service representatives in regard to her accountDuring t**t call, the representative reviewed the terms and conditions of the offer with Ms** and offered Ms** a discounted price of $59.95. Ms** disconnected from the call. On December 14, Ms** returned one shipment to us and we refunded Ms. *** credit card in the amount of $on the same dayUpon receipt of your letter and as a gesture of good faith, we **ve further refunded Ms*** credit card in the amount of $79.95, for the unreturned first shipment. Ms** may keep the merc**ndise in her possession without further obligation to make a payment, and Ms*** account **s been closed T**nk you for bringing this matter to our attentionWe do apologize for any inconveniences this may **ve caused Ms** and greatly appreciate the opportunityto clarify this matterWe hope t**t we **ve resolved this complaint to Ms. *** and your satisfactionPlease feel free to contact our office if you should **ve any further questions regarding this account

I am rejecting this response because: I have cancelled the credit card that they have returned the money (129.90) on so therefore the transaction has not gone through on my accountPlease have them send me a check to my address at *** *** *** *** *** ** ***

We are in receipt of your letter dated May 15,
concerning customer, Ms*** ***Upon receipt of your letter, we
investigated her claim and below are the facts and our resolution of the
matter, based on the notes in Ms***’ accountAs an
initial matter, please
note that we have voided the balance of $due on Ms***’ account and refunded
her credit card in the amount of $91.85, which constitutes all charges that Ms
*** incurred from our companyMs*** will no longer receive any charges
or shipments from our company and her account with us is closed
Our records
indicate that, Ms*** placed her order through
our website, www.keranique.com, on March 10, for
the Keranique Hair Rejuvenation SystemAt the time Ms*** placed her
order, she enrolled in our day Risk-Free Trial program for Keranique and paid $for shipping and processing
of the shipment
In
order for the online transaction to have been processed by our company, Ms*** was
required to check off a box which confirmed her acceptance to the terms and
conditions of the Risk-Free TrialThese terms and conditions are displayed on
the order page where the customer enters their credit card informationThe
system is set up to reject the order in the event the customer does not click
this box
As
per the terms and conditions of the Risk-Free Trial, Ms*** was
informed that she would receive a month supply of Keranique to try risk-free
for daysIn exchange, Ms*** agreed
that the credit card she provided would automatically be charged monthly
payments of $79.95, the cost of the Keranique, unless she contacted customer
service for return instructions before the expiration of her day Risk-Free
Trial period and returned the Keranique as instructedLastly, Ms*** was informed that she would receive a new month supply
of Keranique every days unless she contacted our customer service department
to remove her account from the Beauty Auto-Shipment ProgramA customer is also
removed from the Beauty Auto-Shipment Program if they return the Risk-Free
Trial merchandise or any subsequent auto-shipments to our warehouse
Please note that
we offer our customers “Risk-Free Trials” of our productsThe point of the
Risk-Free Trial is to allow the customer to try full size products for a full
days so that they can feel and see the results before they have to make the
decision to buy themThese products are not samples and therefore we inform
our customers that they will be responsible for the cost of the merchandise
unless they return them as instructed
Included in all
of our shipments is an invoice outlining the specific bill dates and amounts
that will be charged to the customer if they decide to keep the merchandise
Additionally, we request that the customer contact our customer service
department in the event they wish to obtain return instructions, thereby
ensuring that their package will be properly received and processed by our
returns department and that they will not be charged for the products while
their return is in transitWhen a customer calls in for return instructions,
we direct them to return the products, whether used, empty or full, through the
United States Postal Service (USPS) and request they obtain a Delivery
Confirmation Number as proof of the returnWe also provide the customer with a
Return Number to put on the outside of their package to ensure expedited processing
with our returns department
Our records
indicate that Ms*** did not contact customer service at any point during her
day Risk-Free Trial period, nor did we receive a return of the shipment in
our returns departmentTherefore, on April 17, 2014, we charged Ms*** for her
first monthly payment in accordance with the terms and conditions of the
Risk-Free TrialIn the meantime, because Ms***’ account had been set up
for the Beauty Auto-Shipment Program, and because she didn’t call to cancel her
account from the Beauty Auto-Shipment Program or return any of the merchandise
to our warehouse, a second shipment of Keranique was
sent to Ms*** on May 12,
Upon receiving
your notice of the claim, voided the balance of $due on Ms***’
account and refunded her credit card in the amount of $91.85, which constitutes
all charges that Ms*** incurred from our companyMs*** will no longer
receive any charges or shipments from our company and her account with us is
closed
We apologize that
Ms*** experienced difficulties when she attempted to get in contact with a
representative from our companyOur customer service
department has many different points of contact, including phone, voicemail,
written correspondence and emailAdditionally, our customer service department
is available days a week, hours a day
Thank you for
bringing this matter to our attentionWe do apologize for any inconvenience
this may have caused Ms*** and greatly appreciate the opportunity to
clarify this matterWe hope that we have resolved this complaint to Ms***’
and your satisfactionPlease feel free to contact our office if you should
have any further questions regarding this account

We are in receipt of your letter dated January 21, 2015concerning customer, Ms*** ***Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms***’s accountAs an initial matter,
pleasenote that we have refunded her credit card in the amount of $Ms***will no longer receive any charges or shipments from our company and heraccount with us is closedAdditionally, Ms*** may keep the merchandise in herpossession without further obligation to make a payment. Our records indicate that, Ms.*** placed her order through our website,www.getkeranique.com, on December 12, for the KeraniqueHair Rejuvenation SystemAt the time Ms*** placed her order, sheenrolled in our day Risk-Free Trial program for Keraniqueand paid $for shipping and processing of the shipment. In order for theonline transaction to have been processed by our company, Ms.*** was required to check off a box which confirmedher acceptance to the terms and conditions of the Risk-Free TrialThese termsand conditions are displayed on the order page where the customer enters theircredit card informationThe system is set up to reject the order in the eventthe customer does not click this box As per the terms andconditions of the Risk-Free Trial, Ms*** wasinformed that she would receive a month supply of Keranique to try risk-freefor daysIn exchange, Ms*** agreedthat the credit card she provided would automatically be charged monthlypayments of $79.95, the cost of the Keranique, unless she contacted customerservice for return instructions before the expiration of her day Risk-FreeTrial period and returned the Keranique as instructed. Pleasenote that we offer our customers “Risk-Free Trials” of our productsThe pointof the Risk-Free Trial is to allow the customer to try full size products for afull days so that they can feel and see the results before they have to makethe decision to buy themThese products are not samples and therefore weinform our customers that they will be responsible for the cost of themerchandise unless they return them as instructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Our records indicate that Ms*** did not contact customerservice at any point during her day Risk-Free Trial period, nor did wereceive a return of the shipment in our returns departmentTherefore, on January21, 2015, we charged Ms*** for her first monthly payment in accordance withthe terms and conditions of the Risk-Free Trial. Upon review of Ms***’s account, we see that shecontacted us on January 21, and spoke with one of our customer servicerepresentatives in regards to her accountThe representative reviewed theterms and conditions that Ms*** agreed to during her initial orderTherepresentative offered Ms*** a $discount off the last scheduledpayment to close her accountMs*** accepted the offer and her credit cardwas charged $49.95. Upon receiving your notice of the claim, we refunded Ms.***’s credit card in the amount of $Ms*** will no longer receiveany charges or shipments from our company and her account with us is closed.Additionally, Ms*** may keep the merchandise in her possession withoutfurther obligation to make a payment. Thank you for bringing thismatter to our attentionWe do apologize for any inconvenience this may havecaused Ms*** and greatly appreciate the opportunity to clarify this matter.We hope that we have resolved this complaint to Ms***’s and yoursatisfactionPlease feel free to contact our office if you should have anyfurther questions regarding this account

Weare in receipt of your letter dated May 29, concerning customer, Ms* ***Upon receiptof your letter, we investigated her claim and below are the facts and ourresolution of the matter, based on the notes in Ms***’s accountAs aninitial
matter, please note that we have voided the balance of $dueon Ms***’s account and refunded her credit card in the amount of $3.98,which constitutes all charges that Ms*** incurred from our companyMs.*** will no longer receive any charges, shipments or non-paymentnotification letters from our company and her account with us is closed.Additionally, Ms*** may keep the merchandise in her possession withoutfurther obligation to make a paymentIt should be noted that our efforts tocollect on delinquent accounts never include reporting delinquency or chargeoff information to credit bureaus. Our records indicate that, Ms*** placed two orders through our website, www.celtrixa.com,on January 23, for the Celtrixa Stretch MarkLotion and the Hydroxatone Am/Pm Anti-Wrinkle ComplexAt the time Ms.*** placed her orders, she enrolled in our day Risk-Free Trial programfor the Celtrixa and the Hydroxatone and paid $for shipping and processingof each shipment In addition to the orders listed above, Ms***agreed to two subscriptions to our Beauty Advisor ProgramEach subscription isfor two months and the customer is charged $a month, per subscription.However, Ms***’s credit card was declined at the time of the scheduledcharges and the subscriptions were canceled. In order for the onlinetransactions to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptanceto the terms and conditions of each Risk-Free TrialThese terms and conditionsare displayed on the order pages where the customer enters their credit cardinformationThe system is set up to reject the orders in the event the customerdoes not click these boxes As per the terms and conditionsof the Risk-Free Trials, Ms*** wasinformed that she would receive full size bottles of Celtrixa, and 2full size jars of Hydroxatone to try risk-free for 30daysIn exchange, Ms*** agreed that thecredit card she provided would automatically be charged monthly payments of $69.95,the cost of the bottles of Celtrixa, and monthly payments of $69.95, thecost of the jars of Hydroxatone, unless she contacted customer service forreturn instructions before the expiration of her day Risk-Free Trial periodsand returned the Celtrixa and Hydroxatone as instructedLastly, Ms.*** was informed that she would receive new bottlesof Celtrixa, and new bottles of Hydroxatone, every days unless shecontacted our customer service department to remove her account from the BeautyAuto-Shipment ProgramA customer is also removed from the Beauty Auto-ShipmentProgram if they return the Risk-Free Trial merchandise or any subsequentauto-shipments to our warehouse. Please note that we offer our customers “Risk-Free Trials”of our productsThe point of the Risk-Free Trial is to allow the customer totry full size products for a full days so that they can feel and see theresults before they have to make the decision to buy themThese products arenot samples and therefore we inform our customers that they will be responsiblefor the cost of the merchandise unless they return them as instructed. Included in all of our shipments is an invoice outliningthe specific bill dates and amounts that will be charged to the customer ifthey decide to keep the merchandiseAdditionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. We did not hear back from Ms***, at any pointduring her Risk-Free Trial, nor did we receive the shipment back in our returnsdepartmentTherefore, we attempted to charge Ms*** for her first monthlypayments in accordance with the terms and conditions of the Risk-Free TrialsWhenthe charges on Ms***’s credit card did not go through, her account wasplaced in a delinquent status and as a result, she began to receive non-paymentnotification lettersIn the meantime, because Ms***’s account had beenset up for the Beauty Auto-Shipment Program, and because she didn’t call tocancel her account from the Beauty Auto-Shipment Program or return any of themerchandise to our warehouse, a second shipment of Celtrixa, and a secondshipment of Hydroxatone, was sent to Ms*** on April 1, 2014. Upon review of Ms***’s account, we see that shecontacted us on May 29, and spoke with one of our customer servicerepresentatives in regards to her accountThe representative reviewed theterms and conditions that Ms*** agreed to during her initial orderAs acourtesy, the representative voided the balance due on the April 1, 2014shipments of Celtrixa and Hydroxatone, in the amount of $Additionally,the representative offered Ms*** a discount of 50% off the delinquentbalance for the original January 23, shipments of Celtrixa andHydroxatone, to close her accountMs*** declined the offer. Upon receiving your notice of the claim, we voided the remainingbalance of $due on Ms***’s account and refunded her credit card inthe amount of $3.98, which constitutes all charges that Ms*** incurredfrom our companyMs*** will no longer receive any charges, shipments ornon-payment notification letters from our company and her account with us isclosedAdditionally, Ms*** may keep the merchandise in her possessionwithout further obligation to make a paymentIt should be noted that ourefforts to collect on delinquent accounts never include reporting delinquencyor charge off information to credit bureaus. Thank you for bringing this matter to our attentionWedo apologize for any inconvenience this may have caused Ms*** and greatlyappreciate the opportunity to clarify this matterWe hope that we haveresolved this complaint to Ms***’s and your satisfactionPlease feelfree to contact our office if you should have any further questions regardingthis account

Good Morning,
Please see attached response to the complaint of *** *** Please let us know if you need anything further

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I would like to make it clear, however, that this company is not straight forward with their intentions & tries to deceive the consumer When the company called me when I placed the order, they assured me no further action was required on my part unless I wanted to purchase their product & that I would not be charged for anything In essence, therefore, they lied to me Also, the representative I spoke with regarding the charge to my VISA was extremely rude & debasing She even laughed at me and made fun of me for questioning the charge
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

We are in receipt of your letter dated June 17, 2015, concerning customer, Ms*** ***Upon receipt of your letter, we investigated her claim and below are the facts as wells as our resolution of the matter based on the notes in Ms***’ account. As an
initial matter, we refunded Ms***’ credit card in the amount of $($shipping and processing and sales tax), on June 15, which constitutes all the charges that Ms*** incurred from our company.Our records indicate that Ms*** placed her order through our website, www.getkeranique.com, on June 14, for the Keranique Hair Rejuvenation System (the “System”). At the time Ms*** placed her order, she enrolled in our day Risk-Free Trial program for the System and paid $($for shipping and processing plus sales tax) for the shipment. In order for the online transaction to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance to the terms and conditions of the Risk-Free Trial These terms and conditions are displayed on the order page where the customer enters their credit card informationThe system is set up to reject the order in the event the customer does not click this box. Per the terms and conditions of the Risk-Free Trial, Ms*** was informed that she would receive the System to try risk-free for daysIn exchange, Ms*** agreed that the credit card she provided would automatically be charged two (2) monthly payments of $79.95, the cost of the System, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the System as instructed.Please note that we offer customers “Risk-Free Trials” of our productsThe benefit of the Risk-Free Trial is to allow the customer to try full size products for afull days so they can feel and see the results before making the decision to purchaseThese products are not samples and therefore we inform our customersthat they will be responsible for the cost of the merchandise unless they return them as instructed Upon review of Ms***’ account, we see that she contacted us on June 16, and spoke with one of our customer service representatives, during the call the representative cancelled Ms***’ order(s) (please see below for furtherexplanation) and refunded Ms***’ credit card in the amount of $4.23, which constitutes all charges that Ms*** incurred from our company. Ms***’ return was received and processed by our warehouse on June 23, Ms***’ account(s) with us is closed. In regard to, Ms***’ query to a $128.29, charge to her credit card. On June 15, Ms*** placed another order with our company under a separate account. Ms*** placed an order for a Keranique full pay item, in which a $128.29, authorization not a charge, was placed on Ms***’ credit card. This amount was reversed when the transaction was cancelled on June 15, Ms*** may confirm this with her bank. If Ms*** is unable to confirm this with her bank, please have Ms*** fax the relevant portion of the credit card statement to my attention and I will investigateIn review of Ms***’ accounts it came to our attention, Ms***’ has another account with our company, opened on April 14, 2015, under the same day Risk-FreeTrial terms and conditions. The System was shipped but, when we attempted to charge Ms***’ credit card, in accordance with the terms and conditions, Ms***’ credit card did not go through. This account and its corresponding charges have written off by our company.Thank you for bringing this matter to our attentionWe do apologize for any inconvenience this may have caused Ms*** and greatly appreciate the opportunity to clarify this matterWe hope that we have resolved this complaint to Ms***’ and your satisfactionPlease feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated July 2nd, concerning customer, your client, *** *** *** Upon receipt of your letter, we investigated her claim and below are the facts as well as our resolution of the matter based on the notes in ***’s account As
an initial matter, please note that refunded her credit card in the amount of $which constitutes all charges that *** incurred from our company. *** will no longer receive any charges or shipments from our company and her account with us is closed
Our records indicate that, *** placed her order through our website www.GetKeranique.com, on April 25, for the Keranique piece kitAt the time *** placed her order, she enrolled in our day Risk-Free Trial program for Keranique and paid $for shipping and processing of the shipment. In order for the online transaction to have been processed by our company, *** was required to check off a box which confirmed her acceptance to the ter** and conditions of the Risk-Free TrialThese ter** and conditions are displayed on the order page(s) where the customer enters their credit card informationThe system is set up to reject any orders in the event the customer does not click this box
As per the ter** and conditions of the Risk-Free Trial, *** was informed that she would receive a piece kit of our Keranique product to try as a risk-free day trialIn exchange, *** agreed that the credit card she provided would automatically be charged monthly payments of $79.95, the cost of our Keranique Kit, unless she contacted customer service for return instructions before the expiration of her day Risk-Free Trial period and returned the Kit as instructed
Please note that we offer our customers “Risk-Free Trials” of our productsThe point of the Risk-Free Trial is to allow the customer to try our products for a full days so that they can feel and see the results before they have to make the decision to buy themThese products are not samples and therefore we inform our customers that they will be responsible for the cost of the merchandise unless they return them as instructed when they call us for return instructions within the day trial
Included in all of our shipments is an invoice outlining the specific bill dates and amounts that will be charged to the customer if they decide to keep the merchandise that was shipped out to them past the days Additionally, we request that the customer contact our customer service department in the event that they wish to obtain return instructions or have any questions, thereby ensuring that their package will be properly received and processed by our returns department and that they will not be charged for the products while their return is in transitWhen a customer calls in for return instructions, we direct them to return the products, whether used, empty or full, through the United States Postal Service (USPS) and request that they obtain a Delivery Confirmation Number as proof of the returnWe also provide the customer with a Return Number to put on the outside of their package to ensure expedited processing with our returns department
** *** was charged her first payment of $on June 11, which constituted one of the two monthly payments to be charged, only if the products were kept beyond the day trial period. These ter** were explained to *** on our website as well as listed on her invoice when she received the packageThis first charge took place after her day trial expired since her original order shipped out on April 28, and according to the USPS was delivered to her address on May 1, at 11:A.M. As a reminder, the charge dates and day risk free trial end date are also listed in the invoices for all orders *** received.
Upon review of ***’s account, we see that she first contacted our customer service department on May 13, to explain, according to her, that some of her products had leaked. We then sent her out a new kit and explained the ter** and conditions to her once again. *** spoke with a second customer service representative on July 2, in regards to her charge after her day trial expired and was advised that the reason she had been charged was for having kept the products past the day trial guarantee that we offer
*** spoke with an agent again on July 11, who explained to her that her day risk free trial period had expired. *** explained that she had gone on vacation twice as also listed in her original complaint that you provided Initially as a measure of good faith we voided the remainder balance of $due on ***’s account and gave her store credit for the $79.95, the sum she had already paid. *** filed a chargeback with her credit card company and disputed the charges shortly after, as well as filed a complaint through the Revdex.com.
In order to resolve this matter we accepted the charge back so that we could refund her credit card on July 24, in the amount of $79.95, as well as her shipping and processing of $on July 22, for her replacement order which constitutes all the charges that *** disputed with us through her credit card company as well as through you.
Please note that we strive to provide our consumers with the best customer service possibleWe recognize that some customers’ return shipments may not always be properly received in our warehouse due to shipment errors through the post office, customer or a multitude of other reasonsTherefore, our company policy dictates that we immediately refund or void the account balance of a customer who calls our customer service department and clai** that they have returned the products to our company as instructed within the days which was not the case in this situation.
Furthermore, we encourage our customers to obtain a Delivery Confirmation Number as proof of the return so that we may more efficiently locate their shipment; this policy applies regardless of whether or not the customer is able to provide us with a delivery confirmation number The only product we received from *** was her second auto-ship order that had shipped out to her on June 27, which was months after her original order. She refused this specific order and once we received it we voided any balance for receiving that second order within her days. Had the same been done for her first original order, no charges would have been processed apart from the shipping and processing. Moreover, our Quality Assurance department ensures that our return policy is followed by regularly monitoring calls and taking appropriate action when necessary to remedy a representative’s failure to adhere to company policy
Thank you for bringing this matter to our attention We do apologize for any inconvenience this may have caused *** and greatly appreciate the opportunity to clarify this matter. *** has been refunded all charges disputed to her credit card company as well as on your original statement *** will no longer receive any charges or shipments from our company and her account with us is closed We hope that we have resolved this complaint to ***’s satisfaction as well as yours and kindly apologize for any delays due to the credit card chargeback process consuming most of the time. We wanted to make sure all refunds, adjustments and complete closeouts were reached with both parties before submitting your required report Please feel free to contact our office if you should have any further questions regarding this account

We are in receipt of your letter dated April 12,
concerning customer, Ms* *** ***Upon receipt of your letter, we
investigated her claim and below are the facts and our resolution of the
matter, based on the notes in Ms***’
accountAs an initial matter,
please note that we have refunded Ms***’ credit card in the amount of $305.74,
which constitutes all charges that she incurred from our companyMs***
will no longer receive any charges or shipments from our company and her
account with us is closedAdditionally, Ms*** may keep the merchandise
in her possession without further obligation to make a payment
Our records indicate that, Ms*** placed her order through our website on February 15,
for the Keranique Hair Rejuvenation SystemAt
the time Ms*** placed her order, she enrolled in our day Risk-Free
Trial program for Keranique and paid $for
shipping and processing of the shipmentIn addition to the order for Keranique, Ms*** also enrolled in our day
Risk-Free Trial program for the Hydroxatone BB Cream and paid $for
shipping and processing of the shipment
In order for the online
transactions to have been processed by our company, Ms*** was required to check off a box which confirmed her acceptance
to the terms and conditions of the Risk-Free TrialsThese terms and conditions
are displayed on the order page where the customer enters their credit card
informationThe system is set up to reject the order in the event the customer
does not click this box
As per the terms and conditions
of the Risk-Free Trials, Ms*** was
informed that she would receive a month supply of Keranique, and full size bottles
of Hydroxatone, to try risk-free for days
In exchange, Ms*** agreed that the
credit card she provided would automatically be charged monthly payments of $79.95,
the cost of the Keranique, and monthly payments of $69.95, the cost of each
bottle of Hydroxatone, unless she contacted customer service for return
instructions before the expiration of her day Risk-Free Trial period and
returned the Keranique and Hydroxatone as instructed
Please note that we offer our customers “Risk-Free Trials”
of our productsThe point of the Risk-Free Trial is to allow the customer to
try full size products for a full days so that they can feel and see the
results before they have to make the decision to buy themThese products are
not samples and therefore we inform our customers that they will be responsible
for the cost of the merchandise unless they return them as instructed
Included in all of our shipments is an invoice outlining
the specific bill dates and amounts that will be charged to the customer if
they decide to keep the merchandiseAdditionally, we request that the customer
contact our customer service department in the event they wish to obtain return
instructions, thereby ensuring that their package will be properly received and
processed by our returns department and that they will not be charged for the
products while their return is in transit
Our records indicate that Ms*** did not contact
customer service at any point during her day Risk-Free Trial period, nor did
we receive a return of either shipment in our returns departmentTherefore, on
March 31, 2014, we charged Ms*** for her first monthly payments in
accordance with the terms and conditions of the Risk-Free Trials
Upon review of Ms***’ account, we see that she
contacted us on April 1, and spoke with one of our customer service
representatives in regards to her accountAccording to the notes in the
account, Ms*** agreed to pay the remaining balance to close her
accountTherefore her credit card was charged for the final payments for the
Keranique and Hydroxatone, and her account was closed
Upon receiving your notice of the claim, we refunded Ms
***’ credit card in the amount of $305.74, which constitutes all charges
that she incurred from our companyMs*** will no longer receive any
charges or shipments from our company and her account with us is closed
Additionally, Ms*** may keep the merchandise in her possession without
further obligation to make a payment
Thank you for bringing this matter to our attentionWe
do apologize for any inconvenience this may have caused Ms*** and
greatly appreciate the opportunity to clarify this matterWe hope that we have
resolved this complaint to Ms***’ and your satisfactionPlease feel
free to contact our office if you should have any further questions regarding
this account.
Sincerely,

We are in receipt of your letter dated January 20, 2015concerning customer, Ms. Sharon [redacted]. Upon receipt of your letter, weinvestigated her claim and below are the facts and our resolution of thematter, based on the notes in Ms. [redacted]’s account. As an initial...

matter,please note that we would like to apologize to Ms. [redacted] for any inconveniencethis may have caused. As a measure of good faith, we have refunded her creditcard in the amount of $87.90, which constitutes all charges that Ms. [redacted]incurred from our company. Ms. [redacted] will no longer receive any charges orshipments from our company and her account with us is closed. Additionally, Ms.[redacted] may keep the merchandise in her possession without further obligation tomake a payment. Our records indicate that Ms.[redacted] initially called and placed an order on December 13, 2014 with ourautomated voice response system (“IVR System”). At the time Ms. [redacted] placed herorder, she enrolled in the 30 day Risk-Free Trialprogram for our Keranique Hair Rejuvenation System and paid $7.95 for shippingand processing of the shipment. Our IVR System has the advantage of ensuring consistency inthat a customer cannot accept an offer until the terms and conditions are firstread by the system verbatim. After the terms and conditions are read, thesystem needs verbal acceptance from the customer to process the order. Thesystem will not process an order if the customer either declines the trialoffer or fails to provide a response to the offer.  All sales confirmation calls are recorded and archived toensure compliance. After reviewing the recording of the call placed by Ms.[redacted], we confirmed that she accepted the “Try It Before You Buy It” offer of Keranique by verbally agreeing to the terms andconditions of the Risk-Free Trial. As per the terms and conditions read duringthe initial sales call, our IVR System informed Ms. [redacted] that she wouldreceive a 2 month supply of Keranique to tryRisk-Free for 30 days. In exchange, Ms. [redacted] agreed to be charged 2 monthlypayments of $79.95, the cost of the Keranique,unless she contacted customer service for return instructions before theexpiration of her 30 day trial period and returned the Keraniqueas instructed. Please note that we offer our customers“Risk-Free Trials” of our products. The point of the Risk-Free Trial is toallow the customer to try full size products for a full 30 days so that theycan feel and see the results before they have to make the decision to buy them.These products are not samples and therefore we inform our customers that theywill be responsible for the cost of the merchandise unless they return them asinstructed. Included in all of our shipments is an invoice outlining thespecific bill dates and amounts that will be charged to the customer if theydecide to keep the merchandise. Additionally, we request that the customercontact our customer service department in the event they wish to obtain returninstructions, thereby ensuring that their package will be properly received andprocessed by our returns department and that they will not be charged for theproducts while their return is in transit. Upon review of Ms. [redacted]’saccount, we see that she contacted ourcustomer service department on January 16, 2015, and spoke with one of ourcustomer service representatives in regards to her account. Company policydictates that when a customer calls prior to the end of their 30 day Risk-FreeTrial, our representatives are to provide the customer with all availableoptions, which includes providing return instruction to avoid further charges. Unfortunately,during that call the representative did not provide Ms. [redacted] with theoption to return the merchandise, but instead offered her the option to keepthe Keranique at a 50% discount. Ms. [redacted] agreed to the discount and hercredit card was charged $79.95 and her account was closed. Please note that customer service is a top priority of ourcompany, so all of our representatives are trained to speak with customers in arespectful and courteous manner. Furthermore, we would like to assure Ms. [redacted]that our Quality Assurance department is trained to take the appropriatecorrective action necessary when a representative has failed to follow companypolicies or protocol. Upon receiving your notice of the claim, we refunded Ms.[redacted] credit card in the amount of $87.90, which constitutes all charges that sheincurred from our company. Ms. [redacted] will no longer receive any charges orshipments from our company and her account with us is closed. Additionally, Ms.[redacted] may keep the merchandise in her possession without further obligation tomake a payment. Thank you for bringing this matter to our attention. Onceagain, we sincerely apologize for any inconvenience this may have caused Ms.[redacted] and greatly appreciate the opportunity to clarify this matter. We hopethat we have resolved this complaint to Ms. [redacted]’s and your satisfaction.Please feel free to contact our office if you should have any further questionsregarding this account.